We were looking for a place to stay closed to the Downtown and we found City Express. It looked great in the pictures but the experience was one of the worse in my life.
We decided to book online so we do not have problems when we arrive because was going to be on the evening. We did so but when we arrived to the hotel we were told that our reservation did not come in yet and if we could wait for 20 minutes. That was fine but those 20 minutes became one hour and when we asked at the reception we were told that still our reservation was not in. When started getting worried about our stay we asked the reception to check us in and if the problem will not be sold by the next day we will pay in cash. The receptionist was very nice to check us in but we needed to pay the room so we could get in. After one and a half hour waiting on the lobby finally we got in our room. We asked on the reception at what time we needed to check out so we can plan our time accordingly. After told all the information that we needed (the check out was at 13:00 the next day which, as per the receptionist could be extended) we enter our room. The room was ok for the one night stay but the next day we left the hotel early to take care of the business we came for thinking that we will come back around 11:30 AM to have enough time to take a shower and a power nap before the long drive to Mexico D.F.
SURPRISE!!! When we came back at exactly 11:30 our room did not have any bad sheets, nor towels in the bathroom. When asked at the reception what happened they were not able to give me an answer. Getting more frustrated about the situation I asked to speak with a manager in-charge the sales manager came out but when tried to explain the situation all he could do was handing me his business card (he did not speak English at all). The receptionist (who spoke a little English was giving me an excuse that the boss was not there...:)). I could not say anything anymore and I decided to leave the hotel (WITH A VERY BAD TASTE). Will never book on City Express again.
P.S. I wrote on the digital comment card that I wish to speak with a manager and yet after a few days nobody got the time to write an e-mail. Very bad customer service...
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- Also Known As:
- City Express Hotel Queretaro